Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. Other brands in the top three spots are perennial performers like John Lewis and last year’s top performer, First Direct, an online and over-the-phone bank. Brands in the U.S., The Bad News.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

Beyond Philosophy

JANUARY 16, 2018

In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ When the company became part of Bank of America, the MBNA employees publicly thanked Charles Cawley, who founded the company, for all he had done on their behalf (see above). My paradigm example is, or was, MBNA America.

Customer centricity 208

Customer centricity Banking Enterprise Government 208

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 One of the most extensive surveys in the UK, the Institute have been running the index twice a year for ten years. I have been consulting on Customer Experience since 2002.

Big data 283

Big data Consulting Consulting Customer Experience 283

GetFeedback

JANUARY 6, 2020

Examples might include shoppers at a store, a personal banking account, or cell phone service. Do you really want to give exactly the same survey to the CEO as you would to the user of what you’re selling? Surveys and other feedback collection should take that into account. . What percentage of customers should be surveyed?

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann : The concept of the National Customer Rage study goes all the way back to 2002, but it really wasn’t about customer rage at the time. As we start bundling services in the banks and in telecommunications, we’ve seen the complexities rise. And then you take the survey and it’s three or four questions.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

JustCall

APRIL 18, 2023

An Overview of MMS in Numbers To understand the world of opportunities presented by MMS messaging, let’s consider the following figures: Unlike SMS messaging, which was introduced in the 1980s, MMS is a fairly new technology that debuted in 2002 and became mainstream only around 2004-2005. billion MMS messages were sent globally in 2016.

voip 52

voip Marketing Feedback Enterprise 52